SMOs must find ways to overcome the natural tendency of individual managers to horde talent. The simplest way is to keep track of how much talent a manager “exports” to other parts of the organization and make that part of the manager’s performance appraisal, so that it affects his or her rewards. Just as financial capital has to be used effectively, human capital has to be put to its best use and people need to be given the chance to learn, develop, and grow—it is key to their being treated fairly in a travel-light organization.
